Jul 06, 2016

Taking the Plunge on Personalization: 6 Steps for Success

Customers are constantly sharing information with brands. In return, they expect brands to deliver a personalized customer experience. In today's customer experiences, we are seeing a fundamental shift from segmentation to personalization. In a Forrester study on personalization, 94% of customer experience and marketing professionals reported personalization as a key element to meeting current goals.
Jul 01, 2016

The Value of Virtual Agents: Reducing Contact Volume via Web Self-Service

We’ve said it before, but it’s worth saying again: your customers want immediate, always-on service and they want to contact you through their preferred channel, not yours. This should come as great news, because you can easily meet those demands with web self-service and virtual agents, which can cost as much as 60 times less per contact than a call center agent!
Jul 19, 2016

Manage Social Media Engagement Anywhere with the Astute Social App [Video]

Today's brands must be equipped to handle social media risks and put out fires no matter the time of day. Watch the video to learn how the Astute Social Mobile App gives your social team more freedom while also making sure your brand meets customers' high expectations for response times.
Jul 19, 2016

Product Updates: July 2016

What's new this month? Check out the latest product updates for Astute ePowerCenter CRM.
Jul 22, 2016

See How to Build a Rock-Solid Business Case for Omni-Channel

We live in an omni-channel world, where constant switching between devices, interactions, and conversations has become commonplace. The customer experience is no exception. In fact, 74% of consumers use three or more channels to connect to customer service. Plus, 60% actually change communication channels depending on where they are and what they’re doing.
Jul 12, 2016

The Changing Customer Experience, Part 3: New Trends in Consumer Packaged Goods

While other industries have picked up in recent years, CPG companies are still searching for growth. Unfortunately, consumers are still keeping a tight rein on their budgets—and using technology to help—while at the same time increasing their expectations. Here are five current trends in the CPG industry that are affecting the customer experience.
Jul 30, 2016

Digital Self-Service 3.0: Personalization Is About to Get a Whole Lot Easier

What does a personalized customer service interaction look like? Are you picturing a live agent? Until the not-too-distant past, you had no choice, because only a human had the intelligence and decision-making abilities to pull off personalization. But that’s all about to change with the latest advances in self-service technology.